[Hiring] Helpdesk Associate @NTT DATA Services

Role Description

We are seeking a Patient Portal and Technical Support Service Desk Associate to join our healthcare team. This role involves providing comprehensive support for patient portal applications and technical assistance to users. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a deep understanding of healthcare applications and technical support processes.

Join our Patient Portal and Technical Support Service Desk as a front-line Support Agent. In this role, you will be the first point of contact for patients and healthcare users requiring login assistance, troubleshooting, and technical support.

This position operates within a 24/7/365 call center environment dedicated to ensuring our healthcare operations run smoothly. We are committed to your growth; agents participate in ongoing training and development designed to prepare them for next-level support and promotional advancement.

Key Responsibilities

• Inbound Support: Respond to incoming calls regarding workflow issues, application errors, access permissions, and system functionality.
• Issue Resolution: Resolve most incoming technical contacts at the first-level support stage.
• Escalation: Identify and escalate complex technical and application issues to the appropriate tier-two teams when necessary.
• Customer Service: Provide professional, high-quality service by adhering to established scripts, workflows, and corporate policies.
• Continuous Improvement: Identify and suggest potential enhancements to improve the overall patient and user experience.
• Operational Adherence: Remain at your designated workspace and within the phone queue for the duration of an 8-to-10-hour shift (with scheduled breaks).

Qualifications

• 1 to 3 years of customer service experience (preferably in a contact center or medical environment).
• 1 to 3 years of experience analyzing and resolving customer technical issues.
• Ability to communicate complex technical information clearly to non-technical users.
• Fully bilingual with proficient verbal and written English skills.
• Strong organizational skills, attention to detail, and proficient typing speed.
• High school diploma or equivalent required.

Requirements

• Must be shift-flexible. This position requires shift work, including nights, weekends, and holidays.
• Account-specific training is conducted during day shift hours, regardless of your permanently assigned shift.
• A quiet, private, and distraction-free workspace.
• High-speed, wired internet connection (ethernet connection required; no Wi-Fi).
• A working cell phone available for manager communication and Two-Factor Authentication (2FA).
• Ability to read text on computer screens for the full duration of an 8-to-10-hour shift.

Preferred Skills

• Demonstrated customer-first philosophy and strong active listening skills to analyze caller needs accurately.
• Proven ability to work optimally and adapt quickly in a fast-paced environment.

Benefits

• Full comprehensive benefits package that starts from your first day of employment.